Service Team Lead I (QC)

About the Role

The Community Operations organization at Uber is responsible for delivering world-class customer support to riders, drivers, eaters, and couriers. As a Service Team Lead you will be focused on empowering and investing in the continued success of our agents by providing resources and coaching that will build the next leaders of Uber.

In our Community Operations organization, the Service Quality, Risk, and Compliance team helps to monitor and check the quality for different modalities, with the goal of improving the customer experience delivered by agents across Uber's global support network.

Our Team Leads are focused on providing and receiving feedback, coaching and developing employees, as well as managing performance metrics.

What the Selected Candidate Will Do

• Manage team performance and drive results
• Lead, coach, mentor, and motivate employees
• Partner with Recruiting team on hiring
• Functional knowledge of are leading and act as a subject matter expert
• Address and resolve escalations
• Maintain stakeholder relationships
• Drive accountability on policies and other guidelines
• Support project work and improvements to processes
• Oversee audits or investigations and make recommendations to relevant clients
• Manage data and root cause analysis, recommending corrective and preventive measures
• Present trends, insights, defects, and improvements to business leaders at an audit level or in calibration meetings

Basic Requirements

• Exceptional written and verbal communication skills
• Results orientation skills
• Motivational skills
• Leadership, administrative and coaching skills
• Optimistic leadership
• Positive Can-Do Attitude

Preferred Qualifications

• Safety or Fraud Experience

Uber's mission is to reimagine the way the world moves for the better. Here, bold ideas create real-world impact, challenges drive growth, and speed fuelds progress. What moves us, moves the world - let’s move it forward, together.

Offices continue to be central to collaboration and Uber's cultural identity. Unless formally approved to work fully remotely, Uber expects employees to spend at least half of their work time in their assigned office. For certain roles, such as those based at green-light hubs, employees are expected to be in-office for 100% of their time. Please speak with your recruiter to better understand in-office expectations for this role.

*Accommodations may be available based on religious and/or medical conditions, or as required by applicable law. To request an accommodation, please reach out to accommodations@uber.com.